Error messages: payments and refunds

Every message you may see when you record payments, send payment links, confirm transfers, give refunds or connect a payment gateway.

ReferenceUpdated 2026-10-21

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These messages appear when you record a payment, on payment links and pay pages, in Payments → To confirm, when you give a refund and in Settings → Connections and Payment methods. Find the message on your screen, then follow the fix in the same row. A "…" stands for a name, a number or an amount that the message fills in.

Recording a payment

Message	What to do
"…" is not one of your payment methods	The method no longer exists. Pick a method from the list.
… is not offered in this booking's branch	The method is limited to other branches. Pick another method, or add the booking's branch to the method in Settings → Payment methods.
… is switched off. Turn it on in Settings → Payment methods.	The method is switched off. Turn it on, or pick another method.
… is paid from the customer's points balance, not recorded by hand or … credit balance …	Loyalty points and customer credit are taken from the customer's balance, not recorded as a payment. Pick another method to record money you received.
This booking is cancelled. Restore it before taking a payment.	A cancelled booking takes no payments. Press Restore booking first, if the customer still travels.
Payment not found	The payment no longer exists. Refresh the booking.

Payment links and online payments

Message	What to do
This booking is cancelled. Restore it before asking for a payment.	You cannot send a payment link for a cancelled booking. Restore the booking first.
Payment link not found	The link is wrong or incomplete. The customer should check the link or ask you for a new one.
This payment link is no longer open	The link is paid, cancelled or expired. The customer pays from the trip page, or you send a new link.
This payment does not use the Mastercard gateway	The card page does not match the gateway of this payment. Start the payment again from the pay page.
The bank declined this card. Use 4242 4242 4242 4242 to pay on the test gateway.	You are on the test gateway, which declines this card on purpose. Use 4242 4242 4242 4242.
Stripe takes … in steps of 0.010. Use an amount like ….	Stripe charges 3-decimal currencies (BHD, KWD, OMR, JOD) in steps of 0.010. Round the amount as the message suggests.
… did not answer in time. Please try again.	The gateway did not answer within 20 seconds. Try again in a moment.
Could not reach …. Check the gateway address in Settings → Connections or try again later.	The gateway could not be reached. Check its address in Settings → Connections, or try again later.
…: … (the gateway's name and its reason)	The gateway refused the request and gave its reason. Fix what it names, such as the amount or the keys, or contact the gateway.
BENEFIT: …	BENEFIT refused to start the payment and gave its reason. Try again, or contact BENEFIT.

Transfers the customer reports (To confirm)

Message	What to do
Choose one of the payment methods offered.	The customer did not choose a method, or chose one that is switched off. Choose an offered method.
… cannot be confirmed by a claim; pay it online instead.	Online methods are paid online, not reported. Pay online, or choose a transfer, cash or cheque method.
… is not offered for this booking.	The method is not offered in the booking's branch. Choose another method.
… is not offered to customers.	The method is not shown to customers. Choose another method, or show it to customers in Settings → Payment methods.
Attach the transfer slip or a photo of the receipt.	This method needs proof of payment. Attach the slip or a photo.
Send a photo or a PDF of the slip	The file is not an image or a PDF. Attach a photo or a PDF.
Send the amount in …, the booking's currency.	Report the amount in the booking's currency.
The balance is … …; the amount cannot be more.	The amount is more than the customer still owes. Enter the balance or less.
The payment date cannot be in the future.	Choose today or an earlier date.
This booking is cancelled, so it cannot take a payment.	The customer reported a payment on a cancelled booking. Restore the booking first if they still travel.
This booking is cancelled. Restore it before approving the payment.	Restore the booking, then approve the payment.
Say why the claim is rejected; the customer is told.	Write a reason of at least 3 characters. The customer receives it in a message.
This claim was already approved and recorded as a payment. Refund it from the booking instead.	An approved claim is a payment now. Use Give a refund on the booking if the money must go back.
This claim was already rejected	A rejected claim cannot be approved. Ask the customer to report the payment again.
The receipt was not sent: … A task was added to send it.	The payment was recorded, but the receipt could not go out. The reason follows, for example The customer has no phone number or email or WhatsApp is set to click to chat, which cannot send by itself. Add the contact or connect the channel, then send the receipt from the booking's Messages tab.
Claim not found	The claim no longer exists or belongs to a branch you cannot see. Refresh To confirm.

Refunds

Message	What to do
You cannot give refunds	Your role does not include refunds. Ask a manager or the agency owner.
You cannot refund more than was paid	The refund is more than the booking's paid amount. Lower the amount.
You can refund up to … … of this payment	Part of this payment was already refunded. Lower the amount to what is left.
This is already a refund	You chose a refund line. Choose the original payment.
This payment was not taken online, so it is refunded by hand	The payment was not made by card through a gateway. Use Give a refund and return the money yourself.
This payment cannot be refunded through a gateway	The payment has no gateway charge. Give a manual refund instead.
This payment cannot be refunded to the card	The gateway does not support refunds, or nothing is left to refund. Give a manual refund instead.
… cannot refund automatically. Record a manual refund instead.	This gateway does not refund through the system. Refund in the gateway's own dashboard, then record a manual refund.
This payment was taken through …, but this account now uses …. Refund it from the … dashboard and record it as a manual refund.	You changed gateways since the payment. Refund in the old gateway's dashboard, then record a manual refund.
This payment went through …, which is no longer connected. Refund it from that dashboard and record a manual refund.	The payment's gateway is no longer connected to the branch. Refund in that gateway's dashboard, then record a manual refund.
Stripe refunds … in steps of 0.010. Use an amount like ….	Stripe refunds 3-decimal currencies in steps of 0.010. Use the amount the message suggests.
Stripe could not refund (…).	Stripe refused the refund. Refund another way and record a manual refund.
Tap declined the refund (…).	Tap refused the refund. Refund another way and record a manual refund.
BENEFIT declined the refund: …. or BENEFIT declined the refund.	BENEFIT refused the refund. Refund another way and record a manual refund.

Connecting and testing a gateway

Message	What to do
… is not set up yet. Add the merchant ID and API password in Settings → Connections.	The Mastercard gateway (Credimax, AFS or MPGS) has no merchant ID or password. Fill them in Settings → Connections.
Add the merchant ID and API password first.	Fill in the merchant ID and API password before you test.
BENEFIT is not set up yet. Add the tranportal ID, password and resource key in Settings → Connections.	Complete the BENEFIT connection in Settings → Connections.
Add the tranportal ID and password first.	Fill in the BENEFIT tranportal ID and password before you test.
The BENEFIT terminal resource key must be 32 characters. Check it in Settings → Connections.	Copy the 32-character resource key from BENEFIT again.
The BENEFIT encryption IV must be 16 characters.	Copy the 16-character IV from BENEFIT again.
… rejected the credentials. Check the keys in Settings → Connections.	The gateway did not accept the saved keys. Enter them again, and check you did not mix live and test keys.
…: … Check Settings → Connections. (about the gateway address)	The gateway address is not acceptable, for example it does not start with https. Correct it in Settings → Connections.
This branch uses the agency's payment account. Test it there.	The branch has no account of its own. Test the agency's account in Settings → Connections.
Turn the branch's own account on and save it first.	Switch the branch's own account on, save, then test.
Signature check failed	A message from the gateway arrived without a valid signature, so nothing was recorded. Check the webhook secret in Settings → Connections.
Unknown gateway	A gateway sent a message to an address the system does not know. Check the notification address set at the gateway.

Gateway log and reconciliation

Message	What to do
Event not found	The gateway event no longer exists or belongs to a branch you cannot see. Refresh Gateway log.
The start date is after the end date	Swap the two dates in Reconciliation.

Payment methods and bank accounts

Message	What to do
Payment method not found	The method was removed. Refresh Settings → Payment methods.
This code is already in the list	Another method uses this code. Choose a different code.
Use letters, numbers, - or _	The code has other characters. Use letters, numbers, dashes and underscores only.
This method is built in. Switch it off instead.	Built-in methods cannot be deleted. Switch it off.
The kind of a built-in method cannot change	Keep the method's kind as it is.
Customer credit and loyalty points are built in; edit the existing ones.	You cannot add another credit or points method. Edit the built-in Customer credit or Loyalty points method.
One of the branches was not found	A chosen branch no longer exists. Refresh and choose branches again.
Pick a connected gateway or "the branch's own account"	The online method points to a gateway that is not connected. Pick a connected gateway.
Enter the bank name	A bank account has no bank name. Type it.
Enter the account name	A bank account has no account holder name. Type it.
Give each bank account an IBAN or an account number	A bank account has neither. Add the IBAN or the account number.
This IBAN is not valid. Check the country code, the length and the digits.	The IBAN fails its check. Copy it again from the bank.
A SWIFT/BIC code has 8 or 11 letters and digits	Type the full 8 or 11 character SWIFT code.
Earn points on payment or on trip completion	Choose when customers earn points: on payment or when the trip ends.

Your account and currency

Message	What to do
A payment is overdue. Please pay the open invoice to keep your account running.	Your subscription invoice is overdue. Pay it in Settings → Plan and billing.
The base currency cannot change once bookings, payments, invoices or supplier costs are recorded: …	Saved records keep their exchange rates against the current base currency. Keep it, and choose another currency for reports in Reports instead.
There is no payment to take back	The supplier cost has no payment to undo. Nothing to do.